Singapore Airlines (SIA) CEO Goh Choon Phong acknowledged that the airline could have done higher with its introduction of paper food bins and the elimination of appetisers. The paper boxes have been launched in March for a trial run on some medium- and long-haul flights however acquired strong criticism from clients regarding meals requirements and presentation. As a result, SIA has decided not to proceed with the initiative “for now.”
Goh explained that the paper packing containers were intended to serve a wide selection of “comfort food” that was previously unavailable in economy class, such as laksa and mee siam. Inexpensive could retain moisture and warmth, allowing customers to enjoy the meals “in the best way that it ought to be served.” However, he admitted that the airline ought to have paid more attention to how the paper packaging could be perceived by customers.
When the bins had been first launched, some passengers felt that the transfer made SIA seem “cheap” and that it was a cost-cutting measure. The airline clarified that the bins truly cost greater than the current disposable plastic casserole dishes.
SIA additionally makes use of paper food packing containers for economy-class meals on short-haul flights underneath three-and-a-half hours. This was launched in 2020 and can continue despite the end of the trial for medium- and long-haul flights.
Goh also talked about that SIA “could have reacted faster” to requests to deliver back certain meals objects, such as appetisers and bread rolls, that have been removed during the pandemic. He said…
“If you ask me, could we have carried out better? I believe we might have reacted sooner, quite than taking as much time as we did to actually put again these objects. So that’s certainly one studying point that we will carry forward.”
Some items that have been removed from the meal tray during the pandemic for operational and supply chain causes, in addition to to reduce meals waste, have been restored. This contains cheese and crackers, and muffins for continental breakfasts.
From tomorrow, SIA will deliver back appetisers for all economic system class meals on medium-, long-haul and ultra-long haul trips – essentially any flight that’s three-and-a-half hours and above. This is in addition to a bread roll, main course, cheese and crackers, and dessert. Also from tomorrow, bread rolls and butter shall be served with economy-class meals on short-haul flights, along with a primary course and dessert, reported Channel News Asia.
Despite the criticism it received, Goh Choon Phong said SIA should continue to innovate. He added that any innovation carries a risk of not achieving the meant outcomes, but when it doesn’t work, the airline must be willing to “do what’s right by the customers, and that’s exactly what we’ve accomplished.”